Anyone get locked out of RE:DB and now lost hosting account access?

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Brian Hoyt
Brian Hoyt
Tenth Anniversary 250 Likes 100 Comments Photogenic
in Blackbaud Raiser's Edge NXT®: General Discussion
Yesterday my users and I as admin got locked out of hosting site. It seems it might be related to the 12 character password enforcement but it was unclear. Yesterday I was able to go https://host.nxt.blackbaud.com/admin-passwords/ and send resets for myself and my users. It worked for them but not for me. This morning finally Blackbaud support was able to reset my password. Apparently the tool wasn't working properly yesterday? However now today that screen shows no hosting users. I almost want to go back to the days when I hosted the RE DB on my own SQL server. It had problems but not as bad of ones.
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  • JoAnn Strommen
    JoAnn Strommen Community All-Star
    Ancient Membership 2,500 Likes 2500 Comments Photogenic
    Two of our staff have had issues, one yesterday, one today. Frustrating.
  • Carrie Aranda
    Carrie Aranda
    Seventh Anniversary 250 Likes 100 Comments Photogenic
    Over the past several weeks, it has happened with every single one of our users.  I have noticed that it only happens when they are required to change their hosting password.  When it happened to me, I discovered that it was due to not following the password requirements.  The issue is that no where on the change password screen does it tell you the requirements for passwords.  When you reset the password and go to log in again, it tells you that your credentials are invalid.  Users then keep trying their new password which then locks them out of the account.  When it happened to me (the only one with admin rights), I learned how to reset the admin password through blackbaud.com.


    On the urging of customer support, I created an idea in the idea bank to address this issue.  You can vote for it at https://re7.ideas.aha.io/ideas/RE7-I-5862.  It is extremely frustrating to not only the users but to me as I have to unlock the account, set a temporary password and then send them the password requirements to reset their password.  This will all start happening again when the current passwords expire.  Our users have enough issues with passwords to try and remember what these guidelines are.  I now have the hosting password requirements bookmarked for easy copy/paste.
  • JoAnn Strommen
    JoAnn Strommen Community All-Star
    Ancient Membership 2,500 Likes 2500 Comments Photogenic
    Carrie Aranda‍ , I voted. That's what happened here too.

    I had even cut and pasted the password requirements in the email I sent out in a different color text even. Guess that's what happens when one doesn't read the whole email.
  • Krys Fritz bCREPro bCRP
    Krys Fritz bCREPro bCRP
    Ninth Anniversary 10 Comments Photogenic Name Dropper
    I just voted as well as this has happened to multiple staff members recently too. 

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